Technical Support Representative

GoNetspeed is seeking a Technical Support Representative to join its Network Operations Center in Rochester, NY (onsite), providing Level I and potential Level II troubleshooting for Wi-Fi, PON networks, Internet, and VoIP for individual and small business customers; salary is USD 20 - 25 per hour.

Responsibilities

• Accurately document all calls in the trouble-ticketing system.
• Explain complex technical issues to customers in clear, easy-to-understand terms.
• Respond to customers in a professional and proficient manner.
• Conduct customer callbacks as needed and provide small business support.
• Proactively monitor in-service systems and respond to major events as appropriate.
• Work effectively in a fast-paced environment and manage multiple tasks concurrently.
• Answer incoming repair calls from customers.
• Serve as the first point of contact for technical and small business account support.
• Assist customers with troubleshooting.
• Troubleshoot Wi-Fi and VoIP related issues.
• Set up new installations for data and/or voice services.
• Resolve customer complaints of any type.
• Navigate multiple systems for outside plant, customer management, back-office support, and related tasks.
• Resolve order issues and handle escalations.

Requirements

• Post-secondary education in a related field or equivalent work experience preferred.
• Proficiency with Microsoft Office applications.
• Strong project management and organizational skills are essential.
• Excellent interpersonal, relationship, and communication skills (written and oral).
• Understanding of network technology industry terminology.
• An Associate Degree in Information Technology is preferred, with at least 2 years of experience in a Technical Support role.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance